FAQ (Frequently Asked Question)

1. Ordering

Shop for the items you are interested in by categories, price, and color

Add the items to your Shopping Bag

Proceed to checkout

Enter your billing and shipping addresses

Select payment mode

Review and confirm your order

Make your payment

You will receive an email confirmation

2. How do I know if EXSPORT has received my order?

After you place your order, you will receive a confirmation email from EXSPORT within 15 minutes to inform you that your order has been received. If you do not receive a confirmation email after 15 minutes (please ensure that the email is not sent to your junk folder), this means that we have not received your order and no payment has been received by EXSPORT. You are then required to place a new order. To check if your order has been placed, sign in to your account and click on ‘My Orders’ under ‘My Account’. Please contact us at customercare@exsport.id for further assistance.

3. How can I view my order information and history?

To view on your order information and history, sign in to your account and click on ‘My Orders’ under ‘My Account’. Click on the ‘View Order’ button that corresponds to your order number. If you have opted for guest checkout, you may view your order information via the confirmation email sent to you. Please contact us at customercare@exsport.id for further assistance.

4. How do I check my order status?

To check on your order status, sign in to your account and click on ‘My Orders’ under ‘My Account’. Your order status is reflected next to your order number. If you wish to know more about the order status, please click here (exsport.co.id/shipping-tracking). Once you have received the shipment confirmation email, you may track your shipment with the tracking number indicated via the online tracking system of the designated courier company.
We regret to inform you that you will not be able to view your order status if you opt for guest checkout. However, you may track your shipment via the online tracking system of the designated courier company once you have received the shipment confirmation email. Please contact us at customercare@exsport.co.id for further assistance.

5. My order was unsuccessful, what should I do?

If your order was not successfully placed, please kindly check if the correct address, postal code and authentication code (if applicable) were used.

6. How can I cancel my order?

Unfortunately, we are unable to cancel an order once it has been placed. We do our best to ensure fast delivery and it would be advisable to check your order before placing it.

7. The item I want is out of stock, what do I do?

If you wish to be notified when your favorite item is back in stock, you can do so by clicking on the “NOTIFY ME WHEN BACK IN STOCK” button located at the product detail page. You will be notified when the item you have requested to be notified for stock availability is back in stock.

8. Will an item be restocked?

Depending on stock availability, products are restocked regularly.

2. Payment Methods

1. What methods of payment does EXSPORT accept?

Here are our available payment methods:

Bank Transfer

Bank Virtual Account Transfer

Visa/MasterCard

BCA KlikPay

Mandiri Clickpay

Mandiri E-Cash

2. Can I use a debit card on EXSPORT?

Yes, debit cards with a Visa or MasterCard logo are accepted.

3. PROMOTIONS AND PRIVILEGES

1. What are the types of promotions?
On some occasions, EXSPORT may introduce special promotions on the website, at a limited time offer or while stock lasts. We might also issue special promo codes and vouchers which you can use for your future orders. However, we would like to inform you that no price adjustment in any form will be provided for previous orders.

2. How do I get and use a promo code?
If you want to get a promo code, click here to sign up to EXSPORT Newsletter and we will inform you about promotions and more.

3. Can I use more than one promo code on my order?
Please note that only one promo code can be used per order.

4. My promo code is not working, what should I do?
Please check that the promo code is still valid and not out of date and verify that you entered the promotion code number exactly as shown, without spaces. If you require further assistance, please contact us customercare@exsport.co.id.

5. What are the Terms and Conditions for promotions?
Promotions are not exchangeable for cash, voucher, or in any other form. Promotions are valid at EXSPORT online store only unless otherwise stated. EXSPORT reserves the rights to modify or terminate the promotion if, in any way, it becomes technically compromised. All terms and conditions are subjected to change without prior notice. In the event of a dispute, EXSPORT’s decision is final.

6. Do you sell gift cards online?
Yes we do! You can purchase e-gift cards online that can be redeemed at EXSPORT stores. You’ll find Gift Cards on the gift card page.

7. What are the privileges?
You will be informed of latest trends, new arrivals, promotions, special offers and online exclusives

4. GENERAL

1. Where can I find genuine EXSPORT products?
Authentic EXSPORT products are available at our EXSPORT retail stores and partner websites. To locate a EXSPORT store near you, click here.

Our products are also available via our official online stores at: exsport.co.id

The partner websites we work with may also be accessed at the following links:

Lazada

Shopee

Blibli

Zalora

JD.id

Matahari

Blanja

Our company does not offer merchandise for sale through individuals, unauthorized retail locations, internet auctions, online forums, social media platforms and any other online retailers besides those mentioned above. If you buy a EXSPORT product through an unauthorized dealer, you could be purchasing a counterfeit.

Counterfeit merchandise deprives you of the assured high quality standards embodied in the EXSPORT brand and the benefit of our after-sales service. Counterfeit products do not undergo our inspection or testing processes. Counterfeit products may also differ from what was advertised and what is delivered to you.

2. How do I find a EXSPORT retail store near me?
Use the Find A Store link at the top of the page to find the EXSPORT-owned retail store nearest to you with a company name listed as “EXSPORT – store name”. The Find A Store search results will list EXSPORT-owned retail locations as well as other retailers such as Gramedia or EST Factory Outlet.

3. Is the pricing policy the same as retail stores?
The prices reflected on exsport.id and any EXSPORT retail stores in Indonesia are the same. All prices displayed are not inclusive of any shipping charges.Shipping charges will be computed and shown at the checkout page.

4. Can I get some free stickers and posters?
Unfortunately, we are not giving away stickers, posters, or gimmicks at this time without any purchase, but we would like to encourage you to register your email address to receive updates on events and promotions coming your way.

5. How do I become a EXSPORT model?
Please send a resume and picture to customercare@exsport.co.id

6. How can I find out about job openings with EXSPORT?
If you are interested in a career at EXSPORT, simply send your job application to customercare@exsport.co.id

7. How do I remove myself from the EXSPORT mailing list?
Update your profile by selecting the radio button “Send my confirmation email only”. You can also select the unsubscribe link at the bottom of any promotional email.

8. How do I request a donation or sponsorship?
EXSPORT wholly thinks globally and acts locally to support urban commuting communities. To that end, EXSPORT will accept and review urban communities and events to support. Please send your proposals to exsportbags79@gmail.com.

5. Shipping

1. Can I ship to international addresses?
Unfortunately, EXSPORT currently does not ship orders to international countries.

2. Can I ship my order to someone else or a different address?
Yes, orders can be shipped to a different address than the billing address. After you enter your billing address during checkout, you’ll have the option to enter a new shipping address (different than billing address).

3. How is the shipping cost determined?
Option 1: The shipping cost is based on an item’s size, weight, shipping method and delivery address.
Option 2: Delivery and processing fees are calculated based on flat-rate shipping rates according to your mode of delivery.

4. How long will my order take to arrive including processing and shipping?
The standard and economical delivery timeframe for Indonesia orders is within 1—3 business days. Please note that the expected delivery date/time is at our best approximation and will vary with circumstances such as shipping restrictions, payment authorization, online security checks and stock availability.

5. How do I know when my order ships?
When your order ships, you’ll receive an email confirmation with the tracking number(s) and estimated delivery date(s).

6. How do I track my order?
When an order is shipped, we’ll update your account to show the tracking number(s) for an order, and send you an email with the shipping and tracking information. Using the tracking number(s) provided, you can either click on the tracking numbers itself or enter the tracking number(s) into the chosen carrier’s website (JNE, J&T, SiCepat) to follow the path of your order from our warehouse to your destination.

7. Do you have flat-rate shipping?
Option 1: Unfortunately, EXSPORT does not currently offer flat rate shipping.
Option 2: Yes we do have flat-rate shipping.

9. Can I change my shipping address after my order has been dispatched?
Unfortunately, we are unable to redirect orders once your items have been shipped. Therefore, please ensure you provide the correct shipping address.

10. I have yet to receive my package, what should I do?
If you do not receive your package after the expected delivery date, kindly track your order to check on the shipment. Alternatively, you may do so by entering the tracking number indicated in the shipment confirmation email into the online tracking system of the designated courier company. If you have opted for guest checkout, you may track your order via the online tracking system of the designated courier company. Please contact us at customercare@customer.co.id for further assistance.

11. What happens if an incorrect address is provided for the delivery?
If the address provided is incorrect or outdated, the package will be returned to us by the delivery agent or the unintended recipient. Please check your address carefully when placing a new order. Please also take note of the location in the provided shipping address field (e.g. Bandung vs. Badung). To remove an outdated or incorrect address from your account, please sign in to your account and click on ‘Overview’, and edit/update your addresses in your Address Book.

If no one is available at the delivery address to receive the products, the delivery agent will leave an “unable to deliver” note at the address and the recipient should follow the instructions on that note to arrange redelivery of the products. You will be responsible to pay for the shipping charges for attempted delivery and the returned shipping charges.

12. Can I use an international billing address but ship within Indonesia?
We are sorry we currently does not ship within Indonesia using an international billing address.

13. What is your return policy?
Items need to be returned within 30 days from your original order date. Returned items must be unworn, in the original packaging and in resellable condition.

6. Custom Products

1. Can I customize my EXSPORT backpacks?
Yes! You can design your own unique backpacks with our new EXSPORT Custom Bag Designer. Select a shape, color or pattern and use the Customs builder to create the ultimate EXSPORT backpacks. However, we would like to inform you that you can only customize your own backpacks at our retail store at this moment. We will continue to develop Online Custom Bags Designer.

2. How long until I get my Custom products?
It takes only 2 hours to create 1 Custom Bag. Sit back and relax.

7. WARRANTY AND REPAIRS

1. What warranties does EXSPORT have on its products?
Guaranteed for One Year
EXSPORT engineers quality, durable, and reliable products. So, if your pack ever breaks down, simply return it to our warranty center. We’ll fix it or if we can’t we’ll replace. We stand by our packs for one year and since we’ve been making packs since 1979, that’s a guarantee you can stand by.
To read the complete warranty policy and how to submit your pack, please see the EXSPORT warranty page.

2. What items are covered by warranty?
All our products are covered by warranty. No need to worry about it.

3. How do I claim the warranty for my item?
You can always go to our nearest store to claim the warranty. Our storekeeper will gladly serve you.

4. How can I repair my EXSPORT products?
Repair services are only available at EXSPORT retail stores in Indonesia. Depending on the condition of the item, we will try our best to repair the faulty item. This service is not guaranteed for all types of damage.

8. Registration

1. Do I need to create an account to place an order?
Once you are ready to complete your order, you have the option to checkout as a guest or create an account. Creating an account allows you to save your details for future orders, making future purchases quick & easy. You can also subscribe to our emails, to get the latest news and offers from us.

2. How do I sign in to EXSPORT?
If you are a returning customer, click the ‘Sign In’ tab located on the top of the screen, and enter your email address and password. If you are a new customer, click the ‘Sign Up’ tab and create an account by following the instructions provided.

3. How do I update my account information, including changes to my home/email address and payment information?
Sign in to EXSPORT.id and click the ‘My Account’ tab located at the top of the screen. Once you’re in the My Account section, you will be able to update your payment information.

4. How to create a secure password?
For your safety, we require passwords to contain:

We recommend that you construct your password using the guidelines below. Following these guidelines makes it difficult for someone to guess your password.

Use different passwords for different accounts. If someone does obtain your password for one account, this will prevent them from accessing your other accounts.

Passwords should not be based on a user’s well-known or easily accessible personal information or that of his or her friends, family members, pets, etc. Personal information also includes logon I.D., name, birthday, address, phone number, social security number, or any permutations thereof.

Passwords should not be words that can be found in a standard dictionary (English or foreign) or are publicly known slang or jargon.

Passwords should not be based on fictional characters from books, films, and so on.

5. How do I change my password?
Sign in to exsportbags.id, and click the ‘My Account’ tab located at the top of the screen. Once you’re in the ‘My Account’ section, you will be able to make any updates, or changes, to your account.

6. What do I do if my password doesn’t work?
In the ‘My Account’ page, click on “I forgot my password”, located underneath the sign in. This will open a new window, where you’ll be asked for your email address. Enter your email, and we’ll send you a new temporary password. Follow the instructions on the email to log in with this temporary password, and how to create a new one.

7. What are the benefits of creating an account?
By creating an account, you will be able to:

Checkout faster by saving your addresses in your Address Book

View your order status and history under My Orders

Save your favourite items with your Wishlist

Enjoy Exclusive Birthday Privileges

Receive the latest news on promotions, new arrivals and online exclusives

9. Contact Us

1. What is the Customer Service phone number or social media account(s) and hours of operation?
The EXSPORT Customer Service phone number is 08xxxxxx. Our hours of operation are Monday through Friday: 8:00am – 5:00pm.

You can also contact us via email at customercare@EXSPORT.id or by clicking Contact Us. We also have live chat operators available to assist you whenever you see the “Live Chat” button at the top of any page.